{"id":1029445,"url":"https://alion.io/job/zact-senior-application-support-engineer-us-remote","title":"Senior Application Support Engineer – US (Remote)","company":{"id":692410,"name":"Zact","domain":"zact.com","url":"https://alion.io/company/zact","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":153000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":79},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Jira","optional":false},{"name":"MySQL","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Jaeger","optional":true}],"status":"live","first_seen_at":"2026-09-18T11:23:49Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-12T06:21:00Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"About Us\nZact is a Fintech innovator dedicated to a singular idea : Organizations need simpler expense and payment management systems that align the spending employee with finance and accounting while providing inherent guardrails and continuous reconciliation with financial systems.\nZact enables all parts of the company to Pay by the Rules.\nAbout the Role\nWe are building out a dedicated Application Support function for our commercial card and payments platform - a GCP-hosted, microservices-based SaaS product used by banking clients. This Senior Application Support Engineer will be the technical anchor of that team, leading a team of two junior analysts.\nThis is an investigative, system-thinking, and automation-first role. You will own complex incident triage end-to-end, build the monitoring and alerting foundation, and systematically automate the repetitive tasks that slow support teams down. You will also be the primary technical point of contact for banking client escalations and the person who builds the knowledge infrastructure the whole team runs on.\nLocation\nZact is a global company with multiple locations across US, Europe and India.\nWe provide 100% Remote Working Option.\nCandidates applying for this role should be located in the United States.\nWhat Makes This Role Different From a Standard Support Position\nYou will lead the team and work the queue alongside them - this is a hands-on lead role, not a supervisory one. Beyond ticket handling, you are expected to identify patterns, eliminate root causes permanently, and help design and build the back-office tools and support functions the team needs. You will have real influence over how the product is monitored and how engineering is held accountable for supportability.\nWhat You’ll Own\nIncident leadership & triage\nLead triage of complex, multi-service incidents - from first signal to root cause, with a documented timeline throughout\nUse GCP Cloud Logging, Cloud Monitoring, and distributed tracing to trace failures across microservice boundaries\nWrite MySQL queries to investigate transaction, card, and account data issues in production read replicas - following strict change-control at all times\nOwn post-incident reviews (PIRs): root cause, contributing factors, timeline, and preventive actions\nAct as the senior technical escalation for banking client issues - calm, precise, and solution-oriented\nMonitoring & observability\nDesign and maintain the team’s alerting strategy in GCP Cloud Monitoring - setting thresholds, reducing alert noise, and ensuring the right signals fire at the right severity\nBuild and maintain dashboards (Grafana, GCP Monitoring, or equivalent) covering transaction throughput, API error rates, service latency, and MySQL query performance\nDefine and track SLIs/SLOs for key product flows - payments authorisation, settlement processing, card management - and surface degradation early\nInstrument new services in partnership with engineering: ensure every new microservice ships with adequate logging, structured log fields, and correlation IDs\nBack-office tooling & automation\nHelp design and build the internal back-office tools and support functions the team needs to operate effectively - this is not off-the-shelf tooling configuration; it includes scoping, designing, and writing the tools from scratch where needed\nExample: an internal investigation dashboard that pulls GCP log context and MySQL transaction data for a given incident ID in one view\nExample: automated log correlation scripts that surface the root cause of a known error pattern in under 2 minutes\nExample: MySQL query templates that auto-populate with a transaction ID and return the full investigation snapshot\nExample: alert-to-ticket automation that pre-populates incident records with log context and affected service\nWrite and maintain automation tooling in Python and/or Bash - scripts, schedulers, data reconciliation jobs\nBuild internal CLI tools or runbook-linked scripts that junior analysts can invoke safely without senior oversight\nIdentify manual reconciliation or reporting tasks that can be replaced by scheduled queries or GCP Cloud Functions\nOwn the tooling roadmap for the support function - prioritise what gets built next based on toil volume and incident frequency\nClient technical support\nServe as the senior technical point of contact for all customer-facing product issues that escalate beyond first-line resolution\nWrite clear, jargon-free incident communications for banking client operations teams during and after incidents\nWork directly with client technical teams (bank IT, card ops) to diagnose integration issues, file format mismatches, or API usage errors\nMaintain a client-facing known-issues log and service status communication cadence\nDocumentation & knowledge management\nBuild and own the team’s runbook library - step-by-step investigation procedures for every known failure pattern across the product suite\nWrite and maintain a MySQL query reference for common support investigations (transaction lookup, card status, spend limit checks, settlement reconciliation)\nDocument every new incident type in a known-issues catalogue: symptom, root cause, resolution, recurrence trigger, and prevention status\nProduce onboarding materials that bring a new junior analyst to independent productivity within 6 weeks\nMaintain a living architecture reference showing how services connect, what each service owns, and which logs to check first for each component\nTeam leadership - hands-on\nLead a small, global support team - you are a working lead, not a manager removed from the queue; you will handle tickets alongside the analysts based on volume and complexity\nMentor and develop two junior application support analysts - review their investigations, coach their SQL and log techniques, and build their confidence on live incidents\nRun daily standups and weekly incident reviews across time zones - keeping a distributed team coordinated and nothing falling between shifts\nDefine team support processes: ticket triage criteria, severity classification, escalation thresholds, SLA tracking\nPartner with engineering and product to represent the support team’s perspective - surfacing recurring issues, requesting observability improvements, and advocating for supportability in new releases\nTechnology Environment\n Cloud platform: Google Cloud Platform (GCP)\nLog & monitoring: GCP Cloud Logging, Cloud Monitoring, Pub/Sub; Grafana\nDatabase: MySQL - production read replicas for investigation; strict change-control for any writes\nArchitecture: Microservices - REST APIs with correlation ID tracing across service boundaries\n Scripting & automation: Python (primary), Bash - for tooling, automation, and log parsing\n Ticketing: Internal ticketing system (Jira or equivalent)\nProduct domain: Commercial card programs - card issuance, authorization, settlement, spend controls, reporting\n Client environment: Banking clients (community and regional banks) - regulated, SLA-bound, audit-sensitive\nWhat We’re Looking For\n8+ years in application support, platform operations, or a technical operations role with a team leadership component\nMySQL proficiency - writing complex queries, reading execution plans, diagnosing slow queries, understanding index behaviour\nGCP experience - hands-on with Cloud Logging (log queries, log-based metrics), Cloud Monitoring (alerting policies, uptime checks), and ideally Cloud Functions or Pub/Sub\nMicroservice troubleshooting - comfortable tracing a failure across 3-5 services using correlation IDs and structured logs\nPython or Bash scripting - you have written automation tools that saved real time, not just one-off scripts\nMethodical incident investigation - you document as you go, form hypotheses, test them, and do not guess\nStrong written communication - incident updates, PIRs, client communications, and runbooks are all part of your normal output\nExperience building or significantly contributing to a team knowledge base or runbook library\nNice to Have\nExperience with distributed tracing tools - Cloud Trace, Jaeger, Zipkin, or equivalent\nGrafana dashboard authoring\nExposure to SRE practices: SLO definition, error budgets, toil reduction\nFamiliarity with GCP Cloud Functions, Cloud Scheduler, or Workflows for automation\nExperience administering Zendesk - configuring ticket views, SLA policies, macros, triggers, automations, and reporting; familiarity with Zendesk API or webhook integrations is a bonus\nBackground in a regulated or compliance-sensitive environment - fintech, banking, healthcare, or telecoms\nFamiliarity with commercial card concepts (authorisation flows, settlement, BIN management, spend controls) - helpful but fully trainable\nNote on Domain Experience\nPrior fintech or banking experience is helpful but not a requirement. What matters is depth in GCP, MySQL, and microservice troubleshooting - and the instinct to automate. We provide structured onboarding into the product domain and a growing runbook library to support ramp-up.\nWorking Hours & Expectations\nStandard shift of 8-10 hours per day, with some overlap with US hours.\nRemote-friendly; in-person collaboration expectations to be discussed by region","description_format":"text","description_chars":9212,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-09-18T13:14:49Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.833,"p_room":0.75,"age_days":23,"expected_fill_days":34,"reasons":["conf:0","velocity","win:late"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/zact-senior-application-support-engineer-us-remote","json_url":"https://alion.io/job/zact-senior-application-support-engineer-us-remote.json","meta":{"generated_at":"2026-10-12T07:34:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12160,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":692410},"rest":"https://alion.io/mcp/rest/get_company?id=692410"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzact-senior-application-support-engineer-us-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzact-senior-application-support-engineer-us-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzact-senior-application-support-engineer-us-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zact-senior-application-support-engineer-us-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzact-senior-application-support-engineer-us-remote"}]}